Summary
Overview
Work History
Education
Skills
Timeline
Generic

HAYLEY SMALLWOOD

Hmas Cerberus

Summary

Enthusiastic, reliable, punctual, and dedicated individual with a strong ability to thrive in team environments and work independently. Demonstrated adaptability and readiness to embrace new challenges through past experiences. Eager to advance career and contribute to organizational success. Possess excellent organizational skills and a positive attitude, enabling efficient management of diverse tasks and competing priorities simultaneously.

Overview

7
7
years of professional experience

Work History

Service Office APS 4 - Service Delivery

Services Australia
06.2022 - 04.2025
  • Update address and Rental Assistance to ensure customers are getting paid the correct entitlement.
  • Ensure customer earnings from outside employment is coded correctly on the record.
  • Referring customer who are in extreme circumstance to the appropriate referral such as social worker etc.
  • Income and assets updates to ensure record accuracy.
  • De-escalating phone calls with customer to ensure the customer is listened to and knowledge what they are feeling and ensuring that we can get a better outcome for the customer.
  • Coordinate and tailor assistance for customers facing significant disadvantage or multiple barriers.
  • Assist customers to access, navigate or interpret services across a range of payments, programs and services
  • Resolve routine and non-routine customer enquiries
  • Assess customer needs, requirements, entitlements and obligations
  • Determine and facilitate payments to customers, and payments made by customers
  • Advise customers on legislation, policy, procedures, payments and services administered by the agency
  • Exercise appropriate delegations in accordance with legislation and guidelines.
  • Worked effectively in fast-paced environments.

Compliance Support Officer & Debt Raising - Indigenous Apprentice APS 3 to Service Officer APS4

Services Australia
06.2022 - 04.2025
  • Managed pension-related issues for older Australians traveling overseas, ensuring compliance with obligations.
  • Restored and suspended customer payments as needed and facilitated conference calls with interpreters.
  • Investigated and resolved overpayments, ensuring correct debt management and customer understanding of their rights.
  • Applied legislation, investigated information, and identified process improvement opportunities.
  • Analyzed customer data and assessed documents to ensure accurate payments and decisions.
  • Conducted assessments, verified information through appointments, and referred complex cases to relevant teams.
  • Performed quality control and adhered to legislative delegations while handling inbound and outbound calls.
  • Exercise delegations in accordance with legislation and guidelines
  • Completed a Diploma in Government while working full-time.

Program Support & Administration Officer

Act for Kids
03.2021 - 06.2022
  • Managed reception, phone calls, and correspondence with professionalism.
  • Provided clerical and administrative support to the Regional Director and staff.
  • Handled client registration, discharge processes, and office resource management.
  • Oversaw finance functions including invoicing, petty cash, and banking.
  • Coordinated new staff onboarding, vehicle and premises maintenance, and brokerage processes.
  • Assisted with meeting and event preparation, including catering and IT setup.
  • Managed transport, flights, and vouchers for staff and families.
  • Conducted data entry and reporting and supported various events and programs.
  • Maintained room reservations, agendas, and calendars for meetings and events.
  • Participated in marketing, outreach, and office supply management.
  • Provided general program information, handled communications, and volunteered for special projects.

Administration Officer

Stagpole Street Drug & Alcohol Rehabilitation
01.2018 - 10.2021
  • Managed daily payroll, client bookings, and staff rosters using Kronos and petty cash.
  • Performed administrative duties including filing, typing, and document handling.
  • Maintained schedules, processed purchase orders, and managed team petty cash.
  • Addressed client feedback, inquiries, and complaints, and provided general information to colleagues and external parties.
  • Handled sensitive information, took accurate meeting minutes, and responded to communications via email, phone, and in-person.
  • Coordinated office tasks such as sorting mail, greeting visitors, and assisting with document preparation.
  • Supported colleagues and managers with regular communication, processed financial reports, and maintained departmental records.

Administration Officer

Bolton Clarke
10.2020 - 03.2021
  • Facilitated the onboarding of new residents, including facility tours and documentation.
  • Ensured COVID-19 protocols by managing visitor sign-ins and vaccination checks.
  • Provided administrative and logistical support, including database updates and billing management.
  • Coordinated resident banking, clothing labeling, and effective rostering with the team.
  • Managed resident and staff communications, handled complaints, and performed customer service tasks.
  • Maintained a friendly demeanor while managing challenging behaviors and prioritizing tasks.
  • Utilized software tools for various administrative functions and communicated with staff using Vocera.
  • Prepared admission and discharge paperwork, ordered stationery and uniforms, and managed police checks and staff training enrollments.
  • Handled invoicing, email correspondence, and troubleshooting of employee concerns.

Hospitality Officer

Shalom Elders Village, Bluecare
01.2018 - 01.2019
  • Prepared and cleaned dining areas before and after meals.
  • Provided laundry services, adhering to infection control standards and handling soiled linen properly.
  • Maintained cleanliness in residents' rooms, including making beds, scrubbing bathrooms, and ensuring equipment is in good condition.
  • Assisted with food service, accommodating various dietary needs (e.g., puree, diabetic, low fat) and ensuring proper food hygiene and storage.
  • Utilized Microsoft Word and other tools for document creation and communication.
  • Worked flexible shifts, including nights, weekends, and holidays.
  • Planned and managed events to meet client specifications and stayed current with industry regulations and standards.

Education

Diploma of Government -

Canberra Institute of Technology
Canberra, ACT
05.2023

Word Intermediate - undefined

Tp Human Captial
Townsville, QLD
10.2021

Certificate III Hospitality - undefined

Darwin University
10.2016

Certificate II: Skills For Work and Vocational Pathways - undefined

TAFE NSW Southwestern Sydney Institute

Year 10 - undefined

Townsville State High School

Skills

  • Effective problem-solving
  • Interpret and apply knowledge, legislation, and information
  • Work independently and as part of a team, adapting to diverse and changing environments
  • Communicate effectively, handle customer interactions, and tailor services
  • Exhibit resilience, manage time efficiently, and provide support and training
  • Build relationships, understand cultural sensitivities, and analyze customer needs
  • Manage administrative tasks, including documentation, scheduling, and office management
  • Oversee travel coordination, payroll, budgeting, and policy modifications
  • Handle technical support, project management, and office administration
  • Service excellence

Timeline

Compliance Support Officer & Debt Raising - Indigenous Apprentice APS 3 to Service Officer APS4

Services Australia
06.2022 - 04.2025

Service Office APS 4 - Service Delivery

Services Australia
06.2022 - 04.2025

Program Support & Administration Officer

Act for Kids
03.2021 - 06.2022

Administration Officer

Bolton Clarke
10.2020 - 03.2021

Administration Officer

Stagpole Street Drug & Alcohol Rehabilitation
01.2018 - 10.2021

Hospitality Officer

Shalom Elders Village, Bluecare
01.2018 - 01.2019

Word Intermediate - undefined

Tp Human Captial

Certificate III Hospitality - undefined

Darwin University

Certificate II: Skills For Work and Vocational Pathways - undefined

TAFE NSW Southwestern Sydney Institute

Year 10 - undefined

Townsville State High School

Diploma of Government -

Canberra Institute of Technology

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